Manager Product & Service Quality

About the role

Lead the quality assurance and continuous improvement of Etihad’s products, services and hospitality experience. You will assess compliance with specifications, service design standards and brand requirements, identifying gaps and driving corrective actions across the guest journey.

Key responsibilities

• Assess product development compliance, identify control gaps and track corrective actions to closure.
• Review cabin and touch‑point products to verify specifications and quality requirements are met.
• Evaluate service design outputs against experience principles, standards and operating procedures.
• Monitor cabin crew and operational team delivery through observations, guest feedback and performance indicators.
• Lead cross‑functional quality reviews and document findings, root causes and corrective action plans.
• Support development of standards, scorecards and reporting frameworks, and translate insights into improvement recommendations.

Required profile

• Bachelor’s degree in Hospitality, Business, Aviation, Quality Management or related field.
• Minimum 5 years of experience in product or service quality, quality assurance, guest experience or continuous improvement, preferably in aviation or premium services.
• Strong knowledge of quality assurance, compliance reviews, root‑cause analysis and corrective‑action management.
• Excellent stakeholder management, analytical and communication skills.